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Charged unreturned equipment fee since February for a modem FedEx misdelivered in December
In December 2025, Comcast shipped an upgraded modem/gateway to me via FedEx. FedEx marked the package as delivered, but it was delivered to a different address. I have the FedEx delivery photo and the house in it is not my home and is not a neighboring address on my street. I never received or took possession of the device at any point.
At the time, I opened a case with FedEx for the missing package and I have the case number and their report. I also filed a police report immediately and have a copy of it.
I did not report this to Comcast back in December, which was my mistake, and I am following up on it now.
Reviewing my statements, I have been charged a $15.00 per month unreturned equipment fee starting in February 2026. That is $90.00 so far for a device that was never delivered to me. My account is on autopay and drafts at the beginning of each month, so another charge will post shortly if this is not corrected.
I am looking for help with the following:
1. Confirming this device is on my account and getting it removed
2. Stopping the recurring unreturned equipment fee
3. Crediting the $90.00 already charged, plus anything that posts before this is resolved
I am not requesting a replacement device. I can provide the FedEx case number, the FedEx delivery photo, the police report number, and my account details privately to a representative.
Thank you.
XfinityRichard
Official Employee
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3.5K Messages
19 hours ago
Good Morning, @user_omwgm5 First, I want to say how sorry I am that you've had to deal with this situation. I can completely understand your frustration, especially since you have supporting documentation showing that the package was never delivered to your address and you've already taken the appropriate steps by filing both a FedEx claim and a police report. I certainly understand your concerns regarding the unreturned equipment charges that have continued to bill each month for equipment you never received. I'd be happy to take a closer look into this and work toward getting the issue resolved. Please send me a DM with your full first and last name and your complete service address. Once I have your account information, I can review the equipment history, investigate the charges, and determine what options are available regarding the unreturned equipment fees and any applicable credits. Thank you for bringing this to our attention, and I appreciate the detailed information you've provided. I look forward to assisting you further.
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